−Removed: eGain automates customer engagement with an innovative software as a service (SaaS) platform, powered by deep digital, artificial intelligence (AI), and knowledge capabilities.
−Removed: We are headquartered in the United States.
−Removed: We also operate in United Kingdom and India.
+Added: eGain automates customer engagement with an innovative knowledge hub, powered by conversational AI and analytics.
We sell mostly to large enterprises across financial services, telecommunications, retail, government, healthcare, and utilities.
+Added: That is, organizations seeking to better serve customers at scale while coping with content silos, process complexity, and regulatory compliance.
With our mantra of AX + BX + CX = DX™ , we guide clients to effortless digital experience (DX) by holistically optimizing agent experience (AX), business experience (BX) and customer experience (CX).
−Removed: More than one hundred eighty leading brands use eGain’s cloud software to improve customer satisfaction, empower agents, reduce service cost, and boost sales.
+Added: Leading brands use eGain’s cloud software to improve customer satisfaction, empower agents, reduce service cost, and boost sales.
+Added: We are headquartered in the United States.
+Added: We also operate in United Kingdom and India.
Industry Background
−Removed: Customer relationship management (CRM) tools are not designed to serve as systems of engagement because they are primarily systems of record.
−Removed: They do not offer rich applications to engage customers across digital touch points, nor do they escalate conversations with context across self-service to agent assistance.
−Removed: Furthermore, CRM systems mostly view knowledge management as traditional document management - a big content model that does not work the personalized, media-rich, and content-heavy digital world.
−Removed: Frontline agents, in the CRM worldview, are supposed to have super-human capacity to retain and routinely refresh all relevant knowhow across complex, expanding product portfolios and compliance-heavy processes.
−Removed: Finally, the concept of in-band guidance for customer self-service and agent assistance is foreign to CRM systems.
−Removed: The reality of CRM desktops in contact centers today, we believe, is that agents ignore 90% of the data piled up their application screens—most of which is hidden behind multiple tabs.
−Removed: According to Gartner, 84% of agents surveyed are not satisfied with their desktop tools.
−Removed: It is time to reimagine the Agent Experience.
+Added: According to Gartner, 84% of contact center agents surveyed are not satisfied with their desktop tools.
+Added: Our assessment, based on two decades of serving clients is that contact center agents when serving customers ignore most of the information piled on their screens across multiple windows and tabs.
+Added: Meanwhile, most businesses expect agents to retain and routinely refresh all relevant knowhow in their head - across complex, expanding product portfolios and compliance-heavy processes.
+Added: And recall it contextually in the moment of truth when serving customers.
+Added: This growing knowledge and guidance gap for agents explains Gartner Research’s only technology recommendation for customer service and support leaders in 2022:
+Added: invest in knowledge management tools!
+Added: It is time to reimagine the Contact Center Agent Experience.
Digital Economy Demands Modern Software
−Removed: In a world selling commoditized products to information-rich customers short on time, smart engagement must automate the routine and augment the interesting across agent, business and customer.
−Removed: Therefore, businesses are increasingly seeking digital-first, modern software platforms to layer on top of their traditional systems like CRM, contact centers, and content management.
−Removed: Customer engagement platforms must be designed to be systems of engagement, enabling rapid innovation, delivering quick value and integrating with systems of record across the enterprise.
−Removed: Agile, comprehensive, scalable, and cost-effective, they must demonstrably automate customer self-service, empower agents and easily orchestrate contact center operation in an omnichannel environment.
−Removed: AI-Knowledge Powered Customer Engagement Automation
−Removed: Energized by big-data, cloud-computing and open-source technologies in a digital world, AI-Knowledge can deliver transformational value, within a digital-first, omnichannel customer interaction framework.
−Removed: Smart, connected experiences can be automated to successfully resolve majority of customer interactions in most B2C businesses.
+Added: In a world selling commoditized products to information-rich customers who are short on time, smart tools must automate the routine and augment the interesting across agent, business and customer tasks.
+Added: This need has been amplified by the disruption of traditional work models by COVID.
+Added: Coming out of the pandemic tunnel and dealing with the new normal of millennial employee expectations, businesses realize that they need to invest in tools to quickly and easily empower agents, while ensuring customer satisfaction and compliance.
+Added: Not surprisingly, businesses are increasingly seeking modern knowledge management solutions to layer on top of traditional systems of record like CRM, contact centers, and content management.
+Added: Their goal is to empower contact center agents and automate customer self-service with relevant knowledge everywhere.
+Added: Knowledge-Powered Customer Engagement
+Added: Energized by big-data, cloud-computing and AI technologies in a digital world, Knowledge Hubs can deliver transformational value in customer engagement.
+Added: Smart, connected experiences can be automated to successfully resolve majority of customer interactions.
The pressing challenge for solution buyers, however, is to separate the wheat from the chaff as they look for trusted, innovative, and aligned partners.
−Removed: They seek sustained product leadership, at-scale proof points and no-risk trials.
−Removed: Contact Centers are the Battleground
−Removed: Contact centers offer a significant opportunity to automate customer engagement.
+Added: So they seek sustained product leadership, at-scale proof points and no-risk trials.
+Added: Contact Centers are a Brand Battleground
+Added: Contact centers offer significant opportunity to automate customer engagement.
Globally, there are close to 15 million contact center agents.
Time-starved customers consuming complex products and grappling with marketing offers generate stubbornly high levels of customer contact.
−Removed: Furthermore, contact centers worldwide are undergoing a technology refresh cycle from on-premise voice-centric models to cloud-based omnichannel platforms.
−Removed: This transition affords businesses the opportunity to reimagine and design new customer contact strategies to drive digital-first automation, fueled by AI-Knowledge.
+Added: Furthermore, contact centers worldwide are undergoing a technology refresh cycle from on-premise call centers to cloud-based contact centers.
+Added: This transition affords businesses the opportunity to reimagine and design customer contact strategies to drive digital-first automation, fueled by Knowledge and AI.
Customer Engagement Automation is a Large, Growing Market
Businesses are investing heavily in digital transformation, with customer engagement as a top priority.
−Removed: Ease of innovation in cloud and a growing application programming interface (API) economy present exciting capability to connect, solve, and optimize.
−Removed: This is both an opportunity and a challenge.
+Added: Cloud-based solutions and a growing Application Programming Interface (API) economy present exciting opportunities to connect, solve, and optimize customer interactions.
As predicted by industry analysts, the number of customer interactions involving emerging technology such as machine-learning applications, chatbots, or mobile messaging is increasing every day.
−Removed: To effectively harness such novel capabilities, businesses are looking toward innovative platform providers with proof at scale to guide them on their automation journey.
+Added: To effectively harness these novel capabilities, businesses are looking toward innovative platform providers with proof at scale to guide them on their automation journey.
The eGain Approach and Benefits
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Technology acceleration notwithstanding, human needs for customer engagement and service change slowly.
−Removed: We believe what customers want is help in three categories:
−Removed: information, transaction, and situational.
−Removed: A given customer contact can morph across these categories as the conversation develops.
−Removed: Therefore, it is critical that an effective solution optimization customer contact across these three categories seamlessly and with context —accounting for machine-human hand-offs, channel switching, multimodal interaction, and conversational pause-and-resume.
−Removed: During these interactions, we believe customers increasingly want to be guided, even anticipated.
−Removed: Siloed solutions like transactional, simplistic chatbots without contextual escalation and supporting knowledge tend to disappoint consumers even more than non-existent self-service options.
+Added: We believe what customers still want is help in three categories:
+Added: informational, transactional, and situational.
+Added: Any given customer contact can morph across these categories as the conversation develops.
+Added: Tools must orchestrate customer contact with context —accounting for machine-human hand-offs, channel switching, multimodal interaction, and conversational pause-and-resume.
+Added: During these interactions, customers increasingly want to be guided, even anticipated.
+Added: Siloed solutions like transactional, simplistic chatbots without contextual escalation or effective knowledge and guidance don’t work.
The eGain Solution is Comprehensive
−Removed: eGain offers a comprehensive, unified cloud software solution to automate, augment and orchestrate customer engagement in a digital world.
+Added: eGain offers a comprehensive, unified Knowledge Hub solution to automate, augment and orchestrate customer engagement.
Our feature-rich portfolio of applications empowers businesses to holistically connect, flexibly solve, and continuously optimize the experience for agents, businesses and customers.
Our solution experts and partners guide clients by aligning with their strategic priorities and demonstrating quick value across a series of agile sprints.
−Removed: Digital-First, Omnichannel Desktop Connect
−Removed: First, our solution offers comprehensive, scalable capabilities for digital-first, omnichannel interaction within a modern, purpose-built desktop.
−Removed: Rich applications, optimized for productivity, proactively guide agents to efficiently interact with customers using messaging, short message service (SMS), chat, email, social media, phone, video, fax, and letter.
−Removed: Agents do not have to remember complex product details and detailed process steps.
−Removed: Process compliance is built into the solution.
−Removed: AI and Knowledge Solve
−Removed: Next, our solution offers powerful AI and knowledge applications for virtual assistance for customers and agents.
−Removed: These applications enable businesses to centralize knowledge, policies, procedures, and best-practices, while delivering guided, personalized solutions to customers and agents.
−Removed: Our AI and knowledge applications deliver compelling value through large-scale self-service automation.
−Removed: Further, these applications ensure that all agents effectively resolve all contact types, regardless of product or procedure.
−Removed: Correct, compliant, and consistent responses across touchpoints (automated and assisted) boost customer satisfaction as first contact resolution surges and agent’s time to competency drops.
−Removed: Analytics and Machine Learning Optimize
−Removed: Our analytics solution enables clients to measure, manage and orchestrate their omnichannel service operations.
−Removed: In addition, our machine learning service led by our digital optimization experts helps clients generate product improvement and customer preference insights from customer conversations and journey events, while spotting opportunities to improve experience and automate processes.
+Added: Connect with eGain Conversation Hub
+Added: Our Conversation Hub offers comprehensive, scalable capabilities for digital-first, omnichannel interaction management within a modern, purpose-built desktop.
+Added: Rich applications, powered by our Knowledge and AI capabilities (from our Knowledge Hub), proactively guide agents to efficiently interact with customers using messaging, short message service (SMS), chat, email, social media, phone, video, fax, and letter.
+Added: As part of our Conversation Hub, we offer a novel Bring Your Own (BYO) architecture to plug in external bots, messaging channels, and third-party agent desktops to compose differentiated customer experiences.
+Added: Finally, we offer a rich library of pre-built connectors to popular CRM, Contact Center, and Content Management platforms.
+Added: Solve with eGain Knowledge Hub
+Added: Our Knowledge Hub helps businesses to centralize knowledge, policies, procedures, and best-practices, while delivering guided, personalized solutions to customers and agents across all touch points.
+Added: Our guided knowledge and virtual assistance applications ensure that all agents effectively resolve all contact types, regardless of product or procedure.
+Added: Correct, compliant, and consistent responses across touchpoints boost customer satisfaction as first contact resolution surges and agent’s time to competency drops.
+Added: Optimize with eGain Analytics Hub
+Added: Our Analytics Hub enables clients to measure, manage and orchestrate their omnichannel service operations.
+Added: In addition, embedded AI and Machine Learning (ML) helps clients generate product improvement and customer insights, while spotting opportunities to improve experience and automate processes.
Open, Secure APIs and Third-Party Connectors Deliver Quick Value
Our open, secure platform APIs enable clients and partners to extend and enhance our solutions and to integrate with enterprise assets to enable a single view of the customer.
−Removed: Our certified integration with platforms such as those from Avaya, Amazon, Cisco, Salesforce, and Microsoft enable clients to leverage existing systems of record and communication.
+Added: Pre-built integrations include connectors to Adobe, Apple Business Chat, Avaya, Amazon, Cisco, Five9, Google Dialogflow, Genesys, IBM Watson, Microsoft Dynamics, Microsoft SharePoint, Salesforce, SAP and ServiceNow.
Compelling Benefits
−Removed: We believe our solution delivers transformational value.
+Added: We believe our solution delivers quick value, easy innovation, and big business impact.
Specifically, we help businesses:
3 unchanged sentences
This benefit is particularly sought after in regulated sectors like financial services and healthcare, as well as government.
−Removed: o Deliver rich, primary insights to enhance products and design new offerings.
+Added: o Deliver rich insights to enhance products and design new offerings.
Analyzing and learning from customer conversations provides a unique tool to quickly respond to customer dissatisfaction or agent challenges, while generating ideas for product innovation and process automation.
Competitive Strengths
−Removed: Comprehensive Omnichannel Platform with Rich Apps and Purpose-built APIs
+Added: Composable Experience Platform with Rich APIs, Events, and UX Widgets
The eGain solution is a comprehensive omnichannel solution for the customer engagement market, with AI and knowledge applications at its core.
−Removed: We unlock the full power of our cloud platform with extensive APIs through a developer portal to enable digital engagement, knowledge management, and decision support capabilities for clients and partners in a way that is unique in the market.
+Added: We unlock the full power of our cloud platform with extensive APIs through a developer portal to enable digital engagement, knowledge management, and decision support capabilities.
Enterprise-Grade, Secure Cloud Service with Differentiated Offerings
Our cloud offering is secure, scalable, and offers unique capabilities.
−Removed: With respect to security and certification, we offer SOC2, PCI, HIPAA, and GDPR certification.
+Added: With respect to security and certification, we offer SOC2, PCI, HIPAA, HITRUST, FedRAMP, and GDPR certification.
Two of the largest federal tax services, one in North America and the other in Europe, use eGain solutions served from the eGain Cloud.
−Removed: Furthermore, we offer an “Always On” capability for businesses who cannot afford to be down at any time, day or night, for scheduled maintenance downtime.
−Removed: Finally, we offer service credits in the event of non-adherence to contracted service levels.
+Added: Furthermore, we offer an “Always On” capability for businesses who cannot afford to be down at any time, day or night, for scheduled maintenance.
Transformative Value at Scale Across Diversified Customer Base
−Removed: Our solution delivers transformative value at scale today across a diversified customer base.
−Removed: We believe that our understanding of the customer need and our ability to fulfil it at scale and with enterprise-grade sophistication is unmatched.
+Added: Our solution delivers transformative value at scale today.
+Added: We believe that our understanding of the customer need and our ability to fulfil it at scale with enterprise-grade sophistication is unmatched.
From over a hundred thousand users at a healthcare client using our solution on a 24x7 basis to a P&C insurer with fifteen thousand contact center advisors and thirty-thousand field agents, we are the preferred choice for large brands looking to automate customer engagement.
−Removed: Market-leading Innovation with a Risk-free Trail Model
−Removed: We are consistently seen as product leaders in digital engagement and knowledge management by leading analysts.
−Removed: For over twenty years, we have anticipated technology and market trends.
−Removed: We anticipated the need for AI in customer service early and developed an omnichannel customer engagement hub years ahead of competition.
−Removed: With a relentless focus on the customer engagement automation, we continue to add capabilities to enhance our clients’ investment in eGain.
−Removed: For example, to enable our clients to serve their customers across all channels, our messaging hub out of the box connects with Apple Business Chat, Facebook Messenger, Google Business Messaging, SMS, and WhatsApp.
−Removed: Our third-generation
−Removed: virtual assistant - powered by AI, machine learning, and knowledge applications - seamlessly layers across our omnichannel platform.
−Removed: Our knowledge and AI solutions lead the market.
−Removed: Not only do we innovate quicker than others, we stand behind our claim with a unique Innovation in 30 Days ™ offer—a 30-day guided production pilot in the eGain Cloud – at no cost and with no strings attached.
−Removed: Leveraged Go-to-market Strategy with a Growing Partner Ecosystem
−Removed: We take our solutions to market through a partner-leveraged enterprise sales model.
−Removed: We started our original equipment manufacturing (OEM) partnership journey with Cisco several years ago.
−Removed: Through Cisco’s partner ecosystem and direct sales network, we also resell cloud-based, eGain-branded solutions.
−Removed: In the fiscal year ended June 30, 2020 (which we refer to as fiscal year 2020), we announced our cloud-based OEM partnership with Avaya for our digital connect portfolio.
−Removed: We are now building an active pipeline with Avaya field sales and their partners.
−Removed: Finally, we partner with Amazon Connect, a disruptive cloud-based contact center solution.
−Removed: Our integrated proposition delivers the best of omnichannel capabilities powered by AI-Knowledge and Analytics.
+Added: Market-leading Innovation with a Risk-free Trial Model
+Added: We are consistently seen as product leaders in knowledge-powered customer engagement by leading analysts.
+Added: Our enterprise-class virtual assistant – powered by AI, machine learning, and knowledge – delivers transformational impact in complex use cases to solve, guide, and coach agents and customers.
+Added: Our conversation hub, deeply integrated with our knowledge hub, enables plug and play of third-party bots, channels, and desktops.
+Added: To de-risk customer decisions, we offer a unique Innovation in 30 Days ™ program—a 30-day guided production pilot in the eGain Cloud – at no cost and with no strings attached.
+Added: Businesses can experience our product with their data, content, and process in a production setting.
+Added: Direct Go-to-market Strategy, Complemented by a Growing Partner Ecosystem
+Added: We take our solutions to market through a direct sales model, primarily in North America and Western Europe.
+Added: We complement direct sales with resell partnerships based on product connectors into Cloud Contact Center platforms, including Amazon, Avaya, Cisco, Five9 and Genesys.
+Added: We also partner with System Integrators and Managed Service Providers.
We mostly sell to large enterprises, which we define as businesses with over a billion dollars in annual revenue or government organizations.
2 unchanged sentences
financial services, telecommunication, retail, government, health care and utilities.
−Removed: For fiscal year 2021, domestic and international revenue accounted for 69% and 31% of total revenue.
+Added: For fiscal year 2022, North America (NA) and combined Europe, Middle East, and Africa (EMEA) revenue accounted for 73% and 27% of total revenue.
Two of our largest customers, who are also our partners, accounted for 21% and 11% of total revenue in fiscal year 2022.
−Removed: We compete with application software providers, including Genesys Telecommunications, LivePerson, Nice, Verint, Nuance, and Oracle.
−Removed: In addition, we engage in partnerships with some of our competitors, including Salesforce, Microsoft, and ServiceNow.
−Removed: The market that we compete in is highly competitive and some of our competitors may have longer operating histories, greater economies of scale, greater financial resources, greater engineering and technical resources, greater sales and marketing resources, stronger strategic partnerships and distribution channels, larger user bases, products and services with different functions and feature sets and greater brand recognition than we have.
+Added: We compete with application software providers, including LivePerson, Inc., NICE, Ltd, Oracle Corporation, and Verint Systems Inc..
+Added: In addition, we occasionally compete with some of our platform partners where some of our product capabilities overlap, including Five9, Genesys, Microsoft, Salesforce, and ServiceNow.
+Added: Our target market is highly competitive and some of our competitors may have longer operating histories, greater economies of scale, greater financial resources, greater engineering and technical resources, greater sales and marketing resources, stronger strategic partnerships and distribution channels, larger user bases, products and services with different functions, and feature sets and greater brand recognition than we have.
We believe the principal competitive factors in our market include the following:
16 unchanged sentences
We are enhancing our digital marketing to boost brand awareness, based on client success, product leadership and no-risk trial offers.
−Removed: To complement our marketing investment, we are significantly expanding our field sales team to increase high-touch presence in target accounts.
+Added: To complement our marketing investment, we significantly expanded our field sales team to increase high-touch presence in target accounts.
Develop New Partner Relationships
−Removed: We are developing new partnerships with complementary platform providers (with large customer bases) to enhance their proposition with our AI-Knowledge powered customer engagement capabilities.
−Removed: We have hired a new head of Business Development to lead a team to develop and operationalize such new partnerships.
+Added: We are developing new partnerships with complementary platform providers (with large customer bases) to enhance their proposition with our Knowledge-powered customer engagement capabilities.
+Added: Our Business Development team continues to develop and operationalize new partnerships.
Land and Expand in the Enterprise
2 unchanged sentences
We believe we are increasing the value of investment in eGain for our clients by deeply integrating our capabilities via our enhanced APIs with enterprise assets like enterprise collaboration platforms, CRM systems, transaction and billing, and content sources.
−Removed: Migrate Our Remaining Legacy Customers to eGain Cloud
−Removed: We offer an attractive proposition to our remaining on-premise customers to move to the eGain Cloud where we subsidize the migration service cost in exchange for their multi-year commitment to the eGain Cloud.
−Removed: We expect to substantially migrate most remaining on-premise clients to the eGain Cloud by the end of fiscal year 2022.
−Removed: Maintain Platform Innovation Leadership
+Added: Maintain Platform Leadership
Innovation is in our DNA.
27 unchanged sentences
Professional Services
−Removed: Our worldwide professional services organization provides consulting, implementation and training services to deliver business value, drive customer success and build customer loyalty.
+Added: Our worldwide professional services organization provides consulting, implementation, training, and managed services to deliver business value, drive customer success and build customer loyalty.
o Consulting and Implementation Services .
6 unchanged sentences
We also offer complementary e-learning through our eGain University education portal to our customers and partners.
+Added: o Managed Services.
+Added: We provide a comprehensive set of processes and activities that range from implementation to monitoring the evolution and support of eGain solutions in a company.
Customer Support
We offer 24 x 7 customer support via online and phone channels worldwide under support agreements.
−Removed: Our customer support centers are in California, United Kingdom, and India.
+Added: Our customer support centers are in United States, United Kingdom, and India.
Research and Development
43 unchanged sentences
From August 1988 to August 1992, Mr.
−Removed: Roy worked as a software engineer at Digital Equipment Corporation.
+Added: Roy worked as a software engineer at Digital Equipment Corporation, a major company in the computer industry at the time .
Roy holds a B.S.
1 unchanged sentence
from Stanford University.
−Removed: Roy’s qualifications to serve on our Board of Directors include his industry experience and deep knowledge of eGain from his position as a founder of our Company and as our Chief Executive Officer for over 20 years.
Smit has served as Chief Financial Officer since August 2002.
13 unchanged sentences
Compared sentence by sentence after normalising whitespace, quotation marks, case and digits, so re-formatting and restated figures do not read as changed language. Wording changes appear as one removal and one addition. The current filing and the prior one are authoritative.